Client Success Principal

Included Health

. Achieve Retention, Upsell, and NPS targets for a portfolio of customers .

Posted 9/30/2026full-timeRemote • United StatesLead💰 $127,660 - $167,112 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in client success management, focusing on retention, upsell strategies, and measurable business outcomes. Proficient in executive-level communication and data analysis to drive client engagement and satisfaction.

Highest-signal resume keywords

Client Success ManagementRetention StrategiesData AnalysisExecutive CommunicationPortfolio Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Client Strategy DevelopmentBusiness Review DeliveryNegotiationData InterpretationMember Engagement Strategies

Soft Skills

Problem SolvingCuriosityOptimismCollaborationMentoring

Tools & Technologies

CS PlatformsCRM Platforms

Industry Keywords

Digital HealthPopulation Health ManagementEmployer Benefit LandscapeClient OnboardingChurn Mitigation

About the role

Key responsibilities & impact

Achieve Retention, Upsell, and NPS targets for a portfolio of customers
Manage complex client portfolios, resell Included Health services and solutions, and identify upsell and expansion opportunities
Develop client strategy, measurable goals, and desired business outcomes
Establish and maintain Retention and Upsell Plans and drive member utilization and client ROI
Consult with clients and partner with the marketing team on holistic member engagement strategies
Deliver recurrent business reviews covering member engagement, utilization, clinical impact, PGs, and ROI
Conduct Partnership Connect meetings and cultivate trusted-advisor relationships with client contacts, executives, consultants, and benefits ecosystem vendors
Support client onboarding and implementation as the internal client advocate
Negotiate renewal price increases and expand services and offerings
Mitigate churn risk and manage escalations with cross-functional business partners
Maintain CS and CRM platforms and document client interactions and follow-up
Mentor CS colleagues and participate in initiatives improving Client Success and client/member experience

Requirements

What you’ll need

7+ years client success experience serving mid to large enterprise clients
Corporate experience working at a navigator, digital health point solution, carrier, consultant, population health management firm, or related
Deep understanding of the employer benefit landscape, key stakeholders and decision makers
Executive level communication ability that showcases a compelling value proposition, delivers insights, and manages difficult conversations
Ability to work internally across functions to achieve client contractual commitments and results
Proven ability analyzing and interpreting data and deriving insights that support value delivery for clients
Solution focused, curious, lifelong learner, optimistic problem solver
Travel up to 25%

Benefits

Comp & perks

Bonus
Equity
Remote-first culture
401(k) savings plan through Fidelity
Comprehensive medical, vision, and dental coverage through multiple medical plan options, including disability insurance
Paid Time Off (PTO) and Discretionary Time Off (DTO)
12 weeks of 100% Paid Parental leave
Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies
Work-From-Home reimbursement to support team collaboration home office work